Site Reliability Engineer - Intelligent Call Routing (Genesys)

Jpmorgan Chase Bank, N.A. | Plano

Date listed

2 weeks ago

Employment Type

Full time

As a Site Reliability Engineer (SRE), you'll help build a meaningful engineering discipline, combining software and systems to develop creative engineering solutions to operations problems. Much of our support and software development focuses on optimizing existing systems, building infrastructure and reducing work through automation. You'll join a team of curious problem solvers with a diverse set of perspectives who are thinking big and taking risks. In this environment, you'll take the lead on relevant projects, supported by an organization that provides the support and mentorship you need to learn and grow. As an SRE, you'll be focused on running better production applications and systems.

• SRE

o Develop, test and debug automated tasks (Apps, Systems, Infrastructure)

o Troubleshoot priority incidents, facilitate blameless post-mortems

o Work with development teams throughout the software life cycle ensuring sustainable software releases

o Perform analytics on previous incidents and usage patterns to better predict issues and take proactive actions

o Build and drive adoption for greater self-healing and resiliency patterns

o Lead and participate in performance tests; identify bottlenecks, opportunities for optimization, and capacity demands

Responsibilities and Qualifications:

• Incident Management

o Possess excellent trouble-shooting skills, and the drive to help internal/external customers

o Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly

o Conduct appropriate monitoring tasks to include maintenance and patching validation

o Gather logs and necessary details to facilitate the analysis of technical issues

o Create technical documentation to further increase product knowledge

o Create agile stories for alerting, monitoring and self-healing

o Collaborate with AD team to bring the appropriate visibility on critical issues

• Knowledge Management

o Review historical records on closed cases to increase product and technical knowledge

o Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.

o Attend training sessions offered and assist with peer training as needed

o Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems

o Strong configuration and development background combined with reporting and analytics

o Experience with routing, workflow, design, development and test to support CTI

• Communication

o Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments

o Demonstrate effectively communication verbally and written to the team and customers

o Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact

o Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)

o Positive attitude to self-learn and mentor others on new platform skills and technologies

• Innovation

o Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring

o Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing

o Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies

• Required Skills

o 3+ years hands on experience with IVR , Speech & Telephony technology.

o 3+ years hands on experience with Intelligent Call Routing (Genesys).

o 3+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle

o Subject matter expertise in Telecommunication with Telephony and Contact Center Routing

o 2+ years of experience with ICON/Infomart application and database, proficient in SQL

o Must have hands-on experience on Unix, Windows and VMware

o Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution

o Knowledge on infrastructure, network zone, load balancing and data center

• Desired Skills

o Experience supporting java web frameworks (Spring)

o Development of automation/monitoring/deployment Scripting (PowerShell, Python, Java)

o Experience supporting cloud solutions both hosted and on-prem

o Knowledge supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle

o Working knowledge in an Agile program preferably Scrum and/or Kanban

o Experience in IT Security Tools such as Fortify, Web Inspect, Blackduck

o Experience of implementing and configuring Splunk and Dynatrace

o Understanding of orchestrations technologies: Maven, Jenkins, Docker, Kubernetes

o Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)

o Supporting APIs and services that utilize REST, SOAP and Web Services

o Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principlesJPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans



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